Gate 1 Travel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Gate Travel's offer of $credit on future travel is inadequate for the pain and suffering that I incurred as a result of the harassment by the tour guide and the food poisoning that I incurred from the group lunch and group dinner during my trip to Jordan.As a result of Gate Travel's inadequate response to these issues, I have no plans to ever travel on another trip with Gate Travel I still am requesting a formal apology from Gate Travel for being harassed by the tour guide plus a cash refund of $
Regards,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I received the $check today 12/24/Thank you Revdex.com for your help

Re: Gate Reservation ***/***I understand ***’s dissatisfaction, however as there is no question
to us in his message, we have no response. We wish the ***s a happy holiday
season and new year.Ilene P***Senior VP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'm glad that Ilene provided that long list of conditions governing Gate Travel's referral credit programI think it proves my point clearly that so many conditions must first apply before a credit can be used that it precludes most customers from using itSince Gate publishes weekly discounts, and sends monthly brochures with discounts, the idea of paying 'full fare' in order to receive a $credit is ludicrousThey have essentially created a Catch-where they give out credit but know most folks won't need to use itIn fact, I have had over $worth of credit expire because I couldn't find a situation where it would have been financially beneficial to me to use them (so I just waited for the discounted tour)And I'd like to know where on their website does Gate provide that long list of credit conditions? I felt like a Depression-era farmer who just lost the farm cause he didn't read the small print at the bottom of his bank loan applicationWell, enough quibblingI'll take the $Besides, if Ilene can pretend to be 'magnanimous' in extending $worth of credit I already had, then I, too, can be equally 'gracious' in accepting what should have been rightfully mine all alongAnd while we're pretending and all, let me just state that I will continue to be a 'loyal' and 'happy' customer who will not take his business or referrals elsewhere Regards,
*** ***

To Whom this may concern,
Re: Gate reservation ***/***
Thank you for your request for information in regard to the above referenced reservation*** *** made this reservation directly online
on behalf of herself and *** on September 17, 2015. At that time some of the requested ground services were not available, and therefore the instant purchase airfare could not be issued. This is a safeguard that Gate has in place to protect customers from purchasing a non-refundable airfare when one or more of the land services are unavailable. The invoice that *** *** received did state that clearlyThe ground services were confirmed to Gate on September 21, and *** *** received a revised invoice to that effect.
*** *** phoned our office and spoke with an agent who confirmed all the above and they discussed adding airfare, which was now available, but at a higher priceA supervisor explained it all to the customer who agreed, but was still upset at having to pay more for the airfare.
Gate did nothing incorrect. It is unfortunate that the airfare will cost them more, but again as stated above, it is better than having paid in full for airfare which potentially could not have been utilized if land services had not been confirmedRespectfully,
Ilene P***
Senior Vice President

Thank you for *** ***'s comments.We believe they do bear merit as there was little understanding of our procedure.We will therefore credit the amount requested, representing the difference in the airfare.I trust this will fully satisfy all parties.Should you have any additional questions or
concerns, please advise.Respectfully,Ilene P***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Re: Gate Reservation ***/***Thank you for your request for information in regard to the above
referenced claim
We are sympathetic to ***’ opinion and understand his concerns.
However it must be understood that Gate is only a ‘middle-man’, in that we
accept payment for services on behalf of various suppliers, including airlines,
hotels, car rental companies, etc. Our agreements with those suppliers are the
basis for our Terms & Conditions, and it is that policy which dictates our
cancelation terms
In the case of ***, with travel plans to Italy in January, for
the sake of argument, if he had purchased a travel insurance policy, that
insurance policy would only have covered the immediate days following a
terrorist attack, and that attack must have been in one of the cities on the
passenger’s itinerary. Even insurance will not cover the possibility of an
incident
That said, we never-the-less did approach the suppliers on ***’
itinerary. The airline is standing firm and will not provide any refund
what-so-ever. (We are finding this standard in the industry.)
We were successful in obtaining refunds for hotels and car rental, a total
of $
Upon ***’ agreement, we will process the $refund
directly
Respectfully,
Ilene P***
Senior Vice President

Gate Reservation ***/***
The credit has been applied to ***'s account. She can easily view the credit in her account. The amount will automatically be applied to her next applicable reservationThank you & kind regards,
Ilene P***

Thank you for your request for information in regard to this claim. Below
you can additionally find our original response to *** *** and *** ***
In response to specific comments mentioned here, I would add the
following
1) Regarding the discussion regarding expulsion from the tour, and as for
the disruptive behavior by select tour participants, aside from the report
submitted by the tour manager, we also received comments and feedback from other
passengers. In accordance with instructions given to tour managers and
supported by our Terms & Conditions, the group’s overall harmony takes
precedence over any individuals on the tour, and it is the tour manager’s job to
maintain that group harmony, even if it requires the removal of anyone deemed to
be disruptive to the group’s harmony. We, nor the tour managers, take this
lightly, and before making the decision to remove anyone from a group tour
always invoke the Gate head office for their input.
2) With regard to itinerary deviations, in accordance with our Terms & Conditions and travel industry standards,
it is understood that due to any number of reasons, often certain sites and
access roads are inaccessible on any given tour. Gate has no control over
those factors. In this case, weather played a role and access to the Sun Road
was impossible due to rain and road conditions. We did provide as a goodwill
gesture visits to alternate sites
3) Regarding the claim of rude innuendos, the tour manager expressed that
she does sometimes refer to copulation as “hoochie-coochie”. It’s apparently
her way of referring to the act in a more respectful, humorous manner.
I would add that their tour manager is a veteran tour guide with a good
deal of experience. Her ratings from previous tours and even the tour in which
these clients participated, were overwhelmingly excellent. There can of course
be a case of a personality conflict, which we find, albeit rarely. The tour
manager is experienced in the Canadian itinerary traveled. Gate judges a tour
manager’s ability on a number of criteria, not the least of which are the
ratings and evaluations of other guests, and hers were largely positive
I believe that we have fully addressed this clients concerns above as well
as in our original July reply.
However
we are pleased to answer any additional questions or concerns you may
have
Respectfully,
Ilene P***
Senior Vice President
7/response:
Dear *** *** and *** ***,
Thank you for your patience as we reviewed and researched your comments.
I wish to start by saying that we were sorry to read of your dissatisfaction.
Below please find our answers to each of of your concerns
First, with regard to your tour manager, I can assure you that Judy is a
veteran tour guide with a good deal of experience. Her ratings from previous
tours and even the tour that you participated, were overwhelmingly excellent.
There can of course be a case of a personality conflict, which we find, albeit
rarely. Judy, as previously stated, is experienced in the Canadian itinerary
you traveled. Again, we judge a tour manager’s ability based upon a number of
criteria, not the least of which are the ratings and evaluations of other
guests, and hers were largely positive
*** Park and the surrounding area make a pleasant stop, and many guests
choose to stay on longer than the tour permits. We therefore explain to any
clients who wish to remain at the park about the shuttle service back to the
hotel. I understand that you did avail yourselves of the service and were
reimbursed for your out-of-pocket expenses
Tour managers all understand the importance of keeping accurate departure
times. Judy did so as well, however there are always cases of late guests, for
any number of reasons, including illness, bathroom queues, misplaced personal
items, etc. Never-the-less and as we do stress the overall group harmony, those
individuals are privately spoken with to try and ensure the lateness doesn’t
become habitual
Judy is very well versed in the itinerary and sites, and she does apologize
if any of the dates mentioned were not 100% accurate. As for her offering you
the tour bus microphone, she always asks tour guests about their experiences and
whether any wish to share their stories with the group. When she learned of Mr
Kaminiski’s expertise, she inquired whether you would be at all interested in
sharing some of your knowledge. She said that the group and you appeared to
enjoy the experience.
Judy claims that she did provide recommendations for free time, as well as
local maps at each town.
Weather played a role in your tour. Access to the Sun Road was not
possible due to the heavy rains and icy road conditions during your visit. It
is always regrettable when a site must be omitted due to weather, traffic or any
other conditions beyond our control. As a goodwill gesture, we did add
complimentary visits to the Spiral Tunnels after lunch at Lake Louise and
Athabasca Falls
Again, we sincerely regret any dissatisfaction you experienced, and
although your experience was not equal to others on the tour, we do look forward
to seeing you on future Gate holidays. We hope that you will accept and
utilize our goodwill credit of $per person which may be applied to any new
escorted tour reservation. Please refer to this correspondence at the time of
reservation to ensure the proper credit is applied
Respectfully,
Ilene P***Senior Vice
Presidentip***@gate1travel.comph: ###-###-####, Ext ***fx:
###-###-####GATE 1More of The World For
Less!Become a fan: www.***.com/gate1travelFollow
us: www.Twitter.com/gate1travel

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me If the check was issued on the 9th and today is the 17th, shouldn't it have arrived by now? I question if they really sent it from the way they have conducted business in the past, but I'll wait
Regards,
*** ***

Thank you for your request for information regarding the above-referenced
claim
*** *** and her companion had participated in a river cruise which was
unable to sail for much of the itinerary due to high water on the river. It
does happen during the cruising season that
high or low water can affect the
ability to sail and/or navigate under bridges and through locks. The condition
affects all river vessels, not only those of Gate 1. In those cases, and as
noted in our Terms & Conditions, the itinerary may be operated by motor
coach and when necessary, accommodations will be provided by hotels.
We understand *** *** disappointment. When the ship is stuck, either because of low water condition or high water, the only was to accomplish the tour is by bus
As long as the main itinerary features and itinerary are provided, the tour
is not canceled nor is there monetary compensation for any necessary
changes.
Never-the-less, we did approach the cruise ship’s management for
consideration. And although as previously stated the conditions were beyond
their control and unavoidable, they have offered a goodwill gesture of $
refund per person. Gate additionally added a goodwill future travel credit of
$per person
*** *** has been made aware of the above offer and we trust that she and
her traveling companion will choose to accept the settlement
Sincerely,
Ilene P***
Senior Vice President

Thank
you for your request for information in regard to the above-referenced
claim
We are sympathetic to *** ***’s
concern for travel following the Paris attacks last week. Our agents have
advised her correctly; our Terms and Conditions are a strict reflection
of
our supplier agreements. Travel
insurance, always suggested at the time of reservation, it appears would have
been the best option as this set of circumstances seems to have been a covered
event
Never-the-less,
in respect for *** ***’s situation, we have taken her claim to our vendors,
who have kindly agreed to refund $780.00. This amount is a combination of
airfare and land fees. Although not 100% of her costs, we believe that our
suppliers have made a sincere offer of goodwill
We await *** ***’s agreement and will then process the above noted
refund directly
Respectfully,
Ilene P***
Senior Vice President

Date: Thu, Nov 30, at 12:PMTo Whom It May Concern, I am following up on my complaint #*** regarding Gate One TravelI submitted my complaint on 10/24/and Gate One responded on 11/8/with a resolution of a full refund of $2,Since that response has been received, my girlfriend and I have received $1,of that refund, meaning that $is still outstandingWhen we previously reached out to Gate One, we were informed that because the Revdex.com is involved, direct communication between ourselves and Gate One must ceaseWe are hoping that the Revdex.com can assist us in receiving the remainder of the refund that we are entitled to. Please let me know if there is any other information that is required. Thank you,*** ***

Re: Gate Reservation ***/*** Thank you for your request for information in regard to the above referenced claim Upon reviewing the claim and history of the reservation, we can verify the following In regard to the hotel condition, we are advised by the
tour manager who accompanied the passengers, he had no knowledge of this. The only issue was the room assignment in the *** *** in Beijing. The room originally assigned was on the second floor, apparently a street view and noisy. The tour manager assisted in having the room changed to the sixth floor and the clients confirmed that the room was fine. There were no other known hotel complaints from the ***s or any other passengers on the tour Regarding the Yangtsee cruise, the ship used was the *** ***. The ship does appear on our website, and is considered 4*. We have been unable to verify any location where the passenger may have seen the promise of a 5* ship. In respect for the conditions, the cabin booked by the ***s was in category “C”, meaning no upgraded amenity package. However included was shampoo, filled in the bath daily, daily cleaning by housekeeping staff during breakfast, unless the passenger turns on the ‘do not disturb’ light beside the door. The cabin may have been humid because it was rainy season, and there is nothing that can be done in that regard. The tour manager confirms that he was never notified of any issues including lack of housekeeping. He certainly would have corrected the issue had he known The cruise staff, upon request, did provide a celebration for ***’s birthday, in spite of the fact that her birthday was not during the sailing and therefore generally not honored Any issues during travel should be handled locally. Once home, it is clearly too late to do so. Never-the-less, if the ***s have any controverting documentation to what is noted above, we would be happy to reopen the claim Based upon our review we find no basis for a refund in this case Respectfully, Ilene P*** Senior Vice President

Re: Gate Reservation ***/***I understand from *** ***’s response that the stomach illness is not a factor as he never advised the tour manager of the issue, nor did any other passengers exhibit symptoms. As for the claim of verbal abuse, as we have only *** ***’s and the Tour Manager’s testimony, we are not in a position to draw a conclusion. However I refer *** *** back to our letter to him on October 3, offering a goodwill travel credit. The credit remains valid and we hope that *** *** will take advantage of it on another Gate program. Sincerely,Ilene P***Senior Vice President

Re: Gate Reservation ***/***
Thank you for your request for information regarding the above-referenced reservationWe can assure the ***s that the $Black Friday promotion will be applied to the Greece trip they intend to take instead of TurkeyI trust
this serves to adequately answer our client's concern. However should you or they require further clarification, please do not hesitate to contact us.Sincerely,
Ilene P***
Senior Vice President

Re:
Gate Reservation ***/***
Thank you for your request for information in regard to the above
referenced claim
Per our response to the ***s earlier this month and having received no
other similar guest feedback, we contend that these guests were
never in
any danger. Gate took all precautions that in the event that there
would be road blockages, our guests were escorted to their destination via tour
bus. Personal danger was no greater a concern on this tour than at any other
time during any given tour
Our Peru office confirms that there were no items thrown at the tour bus.
There was no report of violence directed at our passengers
Regular briefings were delivered by our Tour Managers to the guests. Gate
even made an unscheduled stop at a hotel for a bathroom and rest stop and to
meet quietly off the tour bus. Alternate routes were scheduled in order to
avoid road blocks, not because of safety concerns
Refunds for non-provided services have been
processed as follows:
$on Oct 22
(representing the Pisac Village Tour)
$on Nov
(representing the Cuzco Tour and Cuzco Home Hosted Dinner)
In conclusion and after review, we find no basis
for additional compensation. Strikes in Peru are common, and although they can
sometimes be the cause of itinerary or schedule changes, have never been cause for tour cancelation.
Respectfully,
Ilene P***
Senior Vice President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: rejecting the closure of Gate Travel. I have to say that I might just have to look into adjudicating the matter further. I thank the Revdex.com for a wonderful job. The $credit will never be needed as the *** family will never EVER use Gate travel as their choice for travel. Gate travel failed in every way from handling the case, to evading dealing with any complaints until it was addressed to the Revdex.com and so on Once again I thank the Revdex.com for an exceptional handling of the case.God blessRegards,
*** ***

Re: Gate Travel Reservation # ***/***Thank
you for your request for information in regard to the above referenced
claim
*** *** attempted to reserve a trip to Ireland directly online, but
during the booking process tried to change dates, and the system forced him
to
begin again. He failed to reserve the car and the hotels were on request,
meaning that our allotment was full and we needed to request more space from the
hotel.
During the process of requesting and awaiting hotel confirmations, and as
there was no payment, the airfare expired
Once we received hotel confirmations, our Reservations Supervisor contacted
*** ***. We reinstated the reservation however necessarily had to rebook the
air flights. The flights were now available in a higher class of service and
price. When this happens Gate offers the option cancel and refund all money
in full. It is certainly not the fault of the client if there is no space at
the advertised rate available on the requested date. There is absolutely no
obligation for the client to accept a higher rate.
We will still abide by our policy and cancel his planned trip with no
penalty. If we are notified of his decision to cancel by this coming Friday,
January 29, 2016, we will refund him in full for land and air services. After
that date, vendor penalties will be incurred in accordance with our Terms, and
we will understand that *** ***s intends to travel as planned
Please advise should you have any additional concerns or questions. We
look forward to *** ***s decision
Respectfully,
Ilene P***
Senior Vice President